Customer Experience Team Lead

Join PRISM+ as a Customer Experience Team Lead and lead the charge in delivering exceptional service to our customers in Singapore. This is a full-time role based in Singapore where you'll build and mentor a high-performing team dedicated to excellence in every customer interaction.

The Opportunity

We're seeking an experienced Customer Experience Team Lead to drive our customer experience strategy and lead a dynamic team. You'll own the vision for how our customers experience PRISM+, translating company objectives into team initiatives that delight and retain our customer base. This is your chance to shape culture, develop talent, and make a measurable impact on customer satisfaction and loyalty metrics that matter.

Key Responsibilities

• Lead, coach, and develop a team of customer experience professionals, fostering a culture of accountability and continuous improvement
• Design and implement customer service processes and workflows that enhance satisfaction and efficiency
• Monitor team performance against key metrics including response times, customer satisfaction scores, and resolution rates
• Handle escalated or complex customer issues, ensuring swift resolution and follow-up
• Analyse customer feedback and behaviour to identify trends and recommend strategic improvements
• Collaborate with other departments to align customer experience initiatives with broader business goals
• Conduct regular training sessions and performance reviews to strengthen team capabilities

What You Bring

• Proven track record leading customer-facing teams in a fast-paced environment
• Strong emotional intelligence, communication, and interpersonal skills
• Data-driven mindset with ability to translate metrics into actionable insights
• Experience with customer service tools and CRM systems
• Problem-solving orientation and comfort with ambiguity
• Passion for customer satisfaction and a genuine desire to improve experiences

About the Company

PRISM+ is a forward-thinking organisation committed to delivering innovative solutions and outstanding service to customers across Singapore. We invest in our people and value diverse perspectives that drive business growth.

Applying for This Role

To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.